24/042 Multi-Supplier Framework for the Provision of IT Customer Services

The Contracting Entity is undertaking a competition for a framework for the following, divided into the following lots: Lot 1 Service Desk; Lot 2 Deskside Resources; Lot 3 Mobile Response and Logistics; Lot 4 Specialist Device Support. The framework is for [5] years with [3] annual extensions (5+1+1+1). Full details …

CPV: 72222300 Usługi w zakresie technologii informacji, 72220000 Usługi doradcze w zakresie systemów i doradztwo techniczne, 72253000 Usługi pomocy komputerowej i podobne, 72253100 Usługi pomocy komputerowej, 72253200 Usługi w zakresie wsparcia systemu, 64120000 Usługi kurierskie, 72246000 Usługi doradcze w zakresie systemów, 72315000 Usługi zarządzania siecią danych oraz usługi wspierające, 72611000 Usługi w zakresie wsparcia technicznego
Termin:
28 kwietnia 2025 12:00
Rodzaj terminu:
Złożenie oferty
Miejsce wykonania:
24/042 Multi-Supplier Framework for the Provision of IT Customer Services
Miejsce udzielenia zamówienia:
Uisce Éireann
Numer nagrody:
1

1. Buyer

1.1 Buyer

Official name : Uisce Éireann
Legal type of the buyer : Body governed by public law
Activity of the contracting authority : General public services
Activity of the contracting entity : Water-related activities

2. Procedure

2.1 Procedure

Title : 24/042 Multi-Supplier Framework for the Provision of IT Customer Services
Description : The Contracting Entity is undertaking a competition for a framework for the following, divided into the following lots: Lot 1 Service Desk; Lot 2 Deskside Resources; Lot 3 Mobile Response and Logistics; Lot 4 Specialist Device Support. The framework is for [5] years with [3] annual extensions (5+1+1+1). Full details are contained in the attached procurement documents.
Procedure identifier : 08121464-ba76-4aa5-9208-b4b84b4c25a6
Type of procedure : Negotiated with prior publication of a call for competition / competitive with negotiation
The procedure is accelerated : no
Justification for the accelerated procedure :
Main features of the procedure :

2.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222300 Information technology services
Additional classification ( cpv ): 72220000 Systems and technical consultancy services
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 72253200 Systems support services
Additional classification ( cpv ): 64120000 Courier services
Additional classification ( cpv ): 72246000 Systems consultancy services
Additional classification ( cpv ): 72315000 Data network management and support services
Additional classification ( cpv ): 72611000 Technical computer support services

2.1.2 Place of performance

Country : Ireland
Anywhere in the given country

2.1.3 Value

Maximum value of the framework agreement : 39 146 341,46 Euro

2.1.4 General information

Legal basis :
Directive 2014/25/EU

2.1.5 Terms of procurement

Terms of submission :
Maximum number of lots for which one tenderer can submit tenders : 4
The tenderer must submit tenders for all lots
Terms of contract :
Maximum number of lots for which contracts can be awarded to one tenderer : 4

5. Lot

5.1 Lot technical ID : LOT-0001

Title : Lot 1 - Service Desk
Description : The successful Tenderer needs to be capable of providing a full-service IT Service Desk. Key focuses of the services (but not limited to) will be: First line IT support for all Uisce Éireann users. First time fix focus. Proactive Incident & Request ticket management. A core focus on User Satisfaction and continuous service improvement. A focus on knowledge management from and end user (self service enablement) and back office perspective. Full details are contained in the attached procurement documents.
Internal identifier : 1

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222300 Information technology services
Additional classification ( cpv ): 72220000 Systems and technical consultancy services
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 72253200 Systems support services
Additional classification ( cpv ): 64120000 Courier services
Additional classification ( cpv ): 72246000 Systems consultancy services
Additional classification ( cpv ): 72315000 Data network management and support services
Additional classification ( cpv ): 72611000 Technical computer support services

5.1.2 Place of performance

Country : Ireland
Anywhere in the given country
Additional information :

5.1.3 Estimated duration

Duration : 8 Year

5.1.4 Renewal

Maximum renewals : 3

5.1.5 Value

Estimated value excluding VAT : 19 918 699,19 Euro
Maximum value of the framework agreement : 19 918 699,19 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes
Additional information : You must submit through the etenders system before the deadline. The submission deadline is strict & no submissions will be possible after the date & time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the etenders system not later than 12:00 hrs local time on Monday 28th April 2025. The estimated values in this eForm are dependent on needs and budgetary resources, only indicative and are not binding on the Contracting Entity. If the estimated values are equal to or greater than EUR 250 million, any economic operators participating in this public procurement procedure shall notify the contracting entity of all foreign financial contributions as defined in Article 28(1), point (b) of Regulation (Eu) 2022/2560 on foreign subsidies distorting the internal market.

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Not allowed
Deadline for receipt of tenders : 28/04/2025 12:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : please refer to tender docs
Financial arrangement : -

5.1.15 Techniques

Framework agreement :
Framework agreement, with reopening of competition
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland -
Organisation providing additional information about the procurement procedure : Uisce Éireann -
Organisation providing offline access to the procurement documents : Uisce Éireann -
Organisation providing more information on the review procedures : The High Court of Ireland -
Organisation receiving requests to participate : Uisce Éireann -
Organisation processing tenders : Uisce Éireann -

5.1 Lot technical ID : LOT-0002

Title : Lot 2 - Deskside Support
Description : Onsite IT Engineers across Uisce Éireann’s nationwide offices and locations providing Level 2+ end user facing support. These resources will be based in core “hubs” in Dublin, Cork and Galway with scheduled visits to each of our other locations. Full details are contained in the attached procurement documents..
Internal identifier : 2

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222300 Information technology services
Additional classification ( cpv ): 72220000 Systems and technical consultancy services
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 72253200 Systems support services
Additional classification ( cpv ): 64120000 Courier services
Additional classification ( cpv ): 72246000 Systems consultancy services
Additional classification ( cpv ): 72315000 Data network management and support services
Additional classification ( cpv ): 72611000 Technical computer support services

5.1.2 Place of performance

Country : Ireland
Anywhere in the given country
Additional information :

5.1.3 Estimated duration

Duration : 8 Year

5.1.4 Renewal

Maximum renewals : 3

5.1.5 Value

Estimated value excluding VAT : 13 821 138,21 Euro
Maximum value of the framework agreement : 13 821 138,21 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes
Additional information : You must submit through the etenders system before the deadline. The submission deadline is strict & no submissions will be possible after the date & time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the etenders system not later than 12:00 hrs local time on Monday 28th April 2025. The estimated values in this eForm are dependent on needs and budgetary resources, only indicative and are not binding on the Contracting Entity. If the estimated values are equal to or greater than EUR 250 million, any economic operators participating in this public procurement procedure shall notify the contracting entity of all foreign financial contributions as defined in Article 28(1), point (b) of Regulation (Eu) 2022/2560 on foreign subsidies distorting the internal market.

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Not allowed
Deadline for receipt of tenders : 28/04/2025 12:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : -
Financial arrangement : -

5.1.15 Techniques

Framework agreement :
Framework agreement, with reopening of competition
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland -
Organisation providing additional information about the procurement procedure : Uisce Éireann -
Organisation providing offline access to the procurement documents : Uisce Éireann -
Organisation providing more information on the review procedures : The High Court of Ireland -
Organisation receiving requests to participate : Uisce Éireann -
Organisation processing tenders : Uisce Éireann -

5.1 Lot technical ID : LOT-0003

Title : Lot 3 - Mobile Response and Logistics
Description : Travelling support engineers that can support users across all UÉ sites within an agreed SLA. Logistics support to configure and transport user devices and IT equipment to and from users and UÉ locations nationwide. Full details are contained in the attached procurement documents.
Internal identifier : 3

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222300 Information technology services
Additional classification ( cpv ): 72220000 Systems and technical consultancy services
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 72253200 Systems support services
Additional classification ( cpv ): 64120000 Courier services
Additional classification ( cpv ): 72246000 Systems consultancy services
Additional classification ( cpv ): 72315000 Data network management and support services
Additional classification ( cpv ): 72611000 Technical computer support services

5.1.2 Place of performance

Country : Ireland
Anywhere in the given country
Additional information :

5.1.3 Estimated duration

Duration : 8 Year

5.1.4 Renewal

Maximum renewals : 3

5.1.5 Value

Estimated value excluding VAT : 2 154 471,54 Euro
Maximum value of the framework agreement : 2 154 471,54 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes
Additional information : You must submit through the etenders system before the deadline. The submission deadline is strict & no submissions will be possible after the date & time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the etenders system not later than 12:00 hrs local time on Monday 28th April 2025. The estimated values in this eForm are dependent on needs and budgetary resources, only indicative and are not binding on the Contracting Entity. If the estimated values are equal to or greater than EUR 250 million, any economic operators participating in this public procurement procedure shall notify the contracting entity of all foreign financial contributions as defined in Article 28(1), point (b) of Regulation (Eu) 2022/2560 on foreign subsidies distorting the internal market.

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Not allowed
Deadline for receipt of tenders : 28/04/2025 12:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : -
Financial arrangement : -

5.1.15 Techniques

Framework agreement :
Framework agreement, with reopening of competition
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland -
Organisation providing additional information about the procurement procedure : Uisce Éireann -
Organisation providing offline access to the procurement documents : Uisce Éireann -
Organisation providing more information on the review procedures : The High Court of Ireland -
Organisation receiving requests to participate : Uisce Éireann -
Organisation processing tenders : Uisce Éireann -

5.1 Lot technical ID : LOT-0004

Title : Lot 4 - Specialist Device Support
Description : Providing Level 3 (expert) support and Subject Matter Expertise for all Uisce Éireann user devices. This includes specialist expertise in the provisioning and maintenance of field force devices. It will include SME resources to support both strategic and tactical programmes of work in the mobility ecosystem. Full details are contained in the attached procurement documents.
Internal identifier : 4

5.1.1 Purpose

Main nature of the contract : Services
Main classification ( cpv ): 72222300 Information technology services
Additional classification ( cpv ): 72220000 Systems and technical consultancy services
Additional classification ( cpv ): 72253000 Helpdesk and support services
Additional classification ( cpv ): 72253100 Helpdesk services
Additional classification ( cpv ): 72253200 Systems support services
Additional classification ( cpv ): 64120000 Courier services
Additional classification ( cpv ): 72246000 Systems consultancy services
Additional classification ( cpv ): 72315000 Data network management and support services
Additional classification ( cpv ): 72611000 Technical computer support services

5.1.2 Place of performance

Country : Ireland
Anywhere in the given country
Additional information :

5.1.3 Estimated duration

Duration : 8 Year

5.1.4 Renewal

Maximum renewals : 3

5.1.5 Value

Estimated value excluding VAT : 3 252 032,52 Euro
Maximum value of the framework agreement : 3 252 032,52 Euro

5.1.6 General information

Reserved participation : Participation is not reserved.
Procurement Project not financed with EU Funds.
The procurement is covered by the Government Procurement Agreement (GPA) : yes
Additional information : You must submit through the etenders system before the deadline. The submission deadline is strict & no submissions will be possible after the date & time specified in the PQQ documents. Please note that all tenders are electronic, as such NO paper copies will be accepted or read. Please submit via the etenders system not later than 12:00 hrs local time on Monday 28th April 2025. The estimated values in this eForm are dependent on needs and budgetary resources, only indicative and are not binding on the Contracting Entity. If the estimated values are equal to or greater than EUR 250 million, any economic operators participating in this public procurement procedure shall notify the contracting entity of all foreign financial contributions as defined in Article 28(1), point (b) of Regulation (Eu) 2022/2560 on foreign subsidies distorting the internal market.

5.1.7 Strategic procurement

Aim of strategic procurement : No strategic procurement

5.1.11 Procurement documents

Languages in which the procurement documents are officially available : English
Languages in which the procurement documents (or their parts) are unofficially available : English

5.1.12 Terms of procurement

Terms of submission :
Electronic submission : Required
Languages in which tenders or requests to participate may be submitted : English
Electronic catalogue : Not allowed
Tenderers may submit more than one tender : Not allowed
Deadline for receipt of tenders : 28/04/2025 12:00 +00:00
Terms of contract :
The execution of the contract must be performed within the framework of sheltered employment programmes : No
Conditions relating to the performance of the contract : -
Financial arrangement : -

5.1.15 Techniques

Framework agreement :
Framework agreement, with reopening of competition
Information about the dynamic purchasing system :
No dynamic purchase system

5.1.16 Further information, mediation and review

Review organisation : The High Court of Ireland -
Organisation providing additional information about the procurement procedure : Uisce Éireann -
Organisation providing offline access to the procurement documents : Uisce Éireann -
Organisation providing more information on the review procedures : The High Court of Ireland -
Organisation receiving requests to participate : Uisce Éireann -
Organisation processing tenders : Uisce Éireann -

8. Organisations

8.1 ORG-0001

Official name : Uisce Éireann
Registration number : 000
Town : Dublin
Postcode : Dublin
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : 0214239000
Buyer profile : https://www.water.ie
Roles of this organisation :
Buyer
Organisation providing additional information about the procurement procedure
Organisation providing offline access to the procurement documents
Organisation receiving requests to participate
Organisation processing tenders

8.1 ORG-0002

Official name : The High Court of Ireland
Registration number : The High Court of Ireland
Department : The High Court of Ireland
Postal address : Four Courts, Inns Quay, Dublin 7
Town : Dublin
Postcode : D07 WDX8
Country subdivision (NUTS) : Dublin ( IE061 )
Country : Ireland
Telephone : +353 1 8886000
Roles of this organisation :
Review organisation
Organisation providing more information on the review procedures

8.1 ORG-0003

Official name : European Dynamics S.A.
Registration number : 002024901000
Department : European Dynamics S.A.
Town : Athens
Postcode : 15125
Country subdivision (NUTS) : Βόρειος Τομέας Αθηνών ( EL301 )
Country : Greece
Telephone : +30 2108094500
Roles of this organisation :
TED eSender
Notice information
Notice identifier/version : ec742a99-15c0-45b8-b261-2081d049d39c - 01
Form type : Competition
Notice type : Contract or concession notice – standard regime
Notice dispatch date : 25/03/2025 11:02 +00:00
Languages in which this notice is officially available : English
Notice publication number : 00195145-2025
OJ S issue number : 60/2025
Publication date : 26/03/2025